Register Complaints and Decisions

Outcome

Since this instruction involves several steps, several different results can be expected. For more details, see the Follow these steps section.

When all steps are completed, the suspected fault is verified and corrected. The complaint is closed and the object against which the complaint was raised is serviceable again.

Information about the complaint is registered in the following files:

• Complaints (ADECPL)
• Fault isolation (ADEISO)
• Text header (MSYTXH)
• Text line (MSYTXL).

Before You Start

• A complaint type must be registered in 'Complaint Type. Open' (MOS593).
• The object against which the complaint is to be registered must exist in 'Model/Site Individual. Open' (MOS250) or 'Equipment/Serialized Item. Open' (MMS240).
• A default service should be registered in 'Settings - Maintenance 2' (CRS789).
• If error codes are used, they should be defined in 'Error Code 1. Open' (MOS572), 'Error Code 2. Open' (MOS568) and 'Error Code 3. Open' (MOS569).

Follow These Steps

1. Start 'Complaint. Open' (MOS500/B).

   This program can be reached from the following programs:

   • 'Operational Log. Open' (FLS001)
   • 'Maintenance Customer Orders. Open' (COS100)
   • 'Work Order. Open' (MOS100).

2. On the B panel, select an appropriate sorting order.

   Sorting orders 1 and 7 can be used for registration of new complaints. However, sorting order 1 is recommended.

3. Enter a complaint identity (optional), select a complaint type and select New to display the E panel.

   If no complaint ID is specified, one will be generated according to the number series specified for the complaint type.

4. On the E or F panel, enter a registration number or an item/serial number combination.

5. Enter any optional information, such as a subject containing a short description of the problem, a position code to indicate the location of the problem, a text describing the problem in greater detail and an error code. Press Enter to finish if you are on the F panel. If you are on the E panel, continue with step 1 of Register Decision.

   The error codes can be set up so that error code 1 indicates the problem. A default service can be connected to the error code. If so, this is the service that will be triggered when the complaint is registered.

Register Decision

Decisions regarding complaints can be registered in two different ways. Either the decision is registered on the same panel that the complaint was registered on, or it is registered at a later point in time in 'Complaint. Open Decision' (MOS520/E). You reach (MOS520) by highlighting the complaint record in (MOS500/B) and selecting option 14=Decision. You then specify a decision number and select New to display the E panel.

If several decisions exist, you can scroll between them by using F14=Functions.

1. Enter a decision on the E panel in (MOS500) or (MOS520). Enter an optional text, error codes and an identity of the person responsible for the decision. Press Enter to display the decision options.

   The error codes can be set up so that error code 2 indicates what was done to solve the problem and error code 3 indicates how the problem can be avoided in the future.

2. Select one of the following options:

   • Inspection/Create Planned WO

     It is common to perform an inspection service when a complaint is registered. This service can be defaulted according to the settings in 'Settings - Maintenance 2' (CRS789).

     If this alternative is selected, the complaint will get status 20 and the operational unit will get status 80.

   • Close Complaint/No Action

     The following results are possible if the complaint is closed:

     • The object against which the complaint was raised can be updated to status 20=Serviceable, provided no other complaints or open work orders exist.
     • The complaint status is updated to status 80=Closed.
     • If no planned WO or WO is detected in 'Work Request. Open' (MOS170) or 'Equipment. Open Service History' (MOS180), the 'No action' field on the (MOS500/E) panel is updated. A parameter on the (MOS500/P) panel decides whether this field should be automatically updated.
   • Put Complaint on Hold

     A complaint can be put on hold when it is considered not to have an impact on the operational capability of the vehicle/aircraft or part. A complaint is usually put on hold when a corrective action is planned.

     The following information is updated when a complaint is put on hold:

     • The object against which the complaint was raised can be updated to status 20=Serviceable, provided no other complaints or open work orders exist.
     • The complaint status is updated to 31=On hold.
   • Put Complaint on Hold with Operation Restriction

     This option can be used when it is possible to continue to operate the object, but with some kind of restriction.

     The following information is updated when a complaint is put on hold with restrictions:

     • The object's status may be updated to 30='Serviceable with restriction' if no other open complaints exist.
     • The complaint status is updated to 32=On hold with restriction.
     • The Hold field on the (MOS500/E) panel is updated. A parameter on the (MOS500/P) panel decides whether this field should be automatically updated.
   • Close Complaint and Create and Report Retroactive WO

     This option can be used when the work to correct the problem has been completed without a work order. When the decision is registered, the report panel in 'WO Operation. Report' (MOS070) is displayed. This allows you to report time on the job. Press Enter to display 'Work Order. Close' (MOS050/E), which allows you to close the work order.

     The work order that is created will be based on the default specified in 'Settings - Maintenance 2' (CRS789).

     The following information is updated when the complaint is closed:

     • The object's status may be updated to 30='Serviceable with restriction' if no other open complaints exist.
     • The complaint status is updated to 80=Closed.